• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication. • Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system. • Proficient in utilizing all support tools and processes to resolve cases. • Share best practices for the utilization and deployment of Varicent products. • Support KPI targets (SLA, QA, Resolution, etc.). • Available for scheduled weekend coverage for on call rotation.

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication. • Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system. • Proficient in utilizing all support tools and processes to resolve cases. • Share best practices for the utilization and deployment of Varicent products. • Support KPI targets (SLA, QA, Resolution, etc.). • Available for scheduled weekend coverage for on call rotation.

• Provide IT and OT infrastructure support for APAC sites, mainly remote • Handle escalated and complex technical issues related to infrastructure • Support and participate in regional IT/OT infrastructure projects • Ensure consistency, stability, and performance of network, server, and endpoint environments • Collaborate with Global Service Desk, vendors, and Regional IT teams • Maintain technical documentation and support knowledge sharing initiatives

Title: Technical Support Representative I (Remote), 12-Week Temp Location: United States Job Description: HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. Come join our team! HME is currently looking for a Technical Support Representative, Temporary (12 weeks), 100% remote, for our call center. The Call Center is open Monday through Friday from 5 AM to 7PM and Saturday through Sunday from 7 AM to 3:30 PM/PST. Candidates must be willing to work a flexible 40-hour work week, and reside in one of the following states: Arizona, Florida, Texas, Missouri, California. Relocation support is not provided for this role. What you will do in the position: - Answer incoming calls from customers and installers - Provide operation, troubleshooting, maintenance, and installation support - Promote and maintain positive customer relations - Provide troubleshooting and repair support to installers and customers over the telephone - Instruct installers and customers in equipment installation, operation, and maintenance of equipment and their responsibilities - Administer service programs to effectively correct service issues - Dispatch installers to perform onsite service to customers with problems beyond the scope of telephone troubleshooting - Prepare and maintains daily logs and records - Identify and makes recommendations for product improvement - Training will be provided What you will need to succeed in this position: - Prior customer service and/or troubleshooting experience in a call center or office environment is preferred (minimum of 12 months) - Excellent verbal and written communication - Proven excellent attendance history in your previous employment - Computer literacy in various applications including e-mail, MS Office Suite, and customer databases - Must have flexibility with shifts, including weekend coverage Pay Rate is $19.00 - $21.00/hr. and this is the pay range we reasonably expect to pay for the role. This may vary depending on experience and other factors. At HME you will have the opportunity to learn and grow while developing our future products. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision and dental coverage, pet insurance, life insurance, and 401K contributions. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job. The employee must regularly lift and move up to 10 pounds.